Customer Care Representative

Liberty Diversified International, Inc.; New Hope (MN); Hybrid; USD 33,062,000 - 41,328,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Holidays

401(k) with company match

Flexible spending accounts

Life and disability insurance

Tuition assistance

Wellness resources

Job summary

Liberty Diversified International, Inc. in New Hope, MN, seeks a Customer Care Representative to join a small team delivering superior service for Safco Products. The role is full-time with hybrid remote work at the New Hope headquarters.

You will process orders, communicate with Sales, and resolve issues while maintaining accurate records and leveraging JD Edwards. It’s a hands-on position in a fast-paced environment with growth opportunities.

Qualifications

• A high school diploma or equivalent.
• At least 2 years of experience in a high volume, fast-paced customer-service role.
• A high level of telephone etiquette and professionalism.
• Solid oral communication, grammar, and business writing skills.
• Understanding of the difference between a customer transaction and an interaction.

Responsibilities

• Leverages multiple systems to ensure accurate and efficient order entry with high data integrity.
• Communicates with Sales to update orders, supply and account status.
• Assist in resolving customer issues by clarifying complaints and determining best solutions.
• Handle inbound calls/emails for a specific territory and back up others as needed.
• Maintain customer records with thorough notes and clear updates.
• Partner with Sales, Finance, Quality, Product to facilitate issue resolution.
• Assist in maintaining orders, ship dates, and changes.
• Communicate with Distribution Centers to meet customer expectations.
• Upsell/cross-sell products when appropriate.

Skills

Customer service

Telephone etiquette

Oral communication

Business writing

Education

High school diploma or equivalent

Associate degree in Business Administration or equivalent

Tools

JD Edwards

Job description

Location: New Hope, MN, United States
Business Unit: Safco Products
Remote Type: Hybrid Remote

The Safco Customer Care Representative will be part of a small team of customer service professionals dedicated to providing superior service and creating memorable and amazing experiences with our customers. This position will support a variety of customers as you gather, confirm and process product order across a wide range of unique office furniture and accessories that enhance "how people work". You will be part of a company that believes in creating a memorable and amazing experience for our customers!

This position is a full-time position located at our New Hope , MN headquarters.

DUTIES AND RESPONSIBILITIES

• Leverages multiple systems to ensure accurate and efficient order entry while maintaining high data integrity.
• Communicates t imely and efficient ly with Sales team to update orders, supply and account status.
• Daily communication directly with customer assisting in resolving customer issues by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution for resolution
• Handles accurate order entry in compliance with government contracts while clearly identifying and communicating missing or incomplete information to ensure timely processing.
• Responsible for inbound customer calls/emails for a specific territory, backup others as needed .
• Responsible for handling customer-related questions, inquiries, and complaints in a timely and professional manner .
• Maintain s customer records by updating and keeping thorough and complete notes .
• Partner s with other functions (Sales, Finance, Quality, Product, etc . ) to facilitate issue resolution .
• Responsible for assisting in maintaining orders - ship dates, changes/adjustments to orders .
• Communicate s effectively with Distribution Centers to meet customer expectations and requirements .
• Maintain s a positive attitude and deescalate stressful situations .
• Process es daily, weekly, and monthly reports as assigned .
• Monitor s and trouble–shoot s order fulfillment .
• Upsell s /cross-sell s products to customers when appropriate .
• Other duties, as assigned .

REQUIRED EDUCATION , EXPERIENCE AND SKILLS

• A high school diploma or equivalent is required.
• At least 2 years of experience working in a high volume, fast-paced customer-service related role.
• A high level of telephone etiquette and professionalism.
• Solid oral communication, grammar, and business writing skills.
• Overall understanding of the difference between a customer transaction and an interaction.

PREFERRED EDUCATION, EXPERIENCE AND SKILLS

• An Associate degree in Business Administration or equivalent.
• Knowledge and experience in JD Edwards .
• Knowledge and experience working and understanding contracts.

COMPENSATION & BENEFITS

The starting pay range for this position is $ 24 -$ 30 per hour. The compensation posted is the anticipated pay for the position at the time of the posting. We may pay above or below posted amount based on several factors, including, but not limited to education and/or certifications, skills, experience, or work location. Some positions may qualify for additional compensation in the form of bonuses.

At LDI, we are pleased to provide employees with a comprehensive benefits package inclusive of:

• health/dental/vision insurance options
• paid time off
• 10 paid holidays
• 401(k) plus company matching and annual discretionary profit sharing
• flexible spending and health savings account options
• life and disability insurance
• tuition assistance
• wellness and mental health resources
• financial advising services

Eligibility in benefit programs is based on hours worked per week.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular sitting, standing, and walking throughout the day to accomplish tasks
• Manual and finger dexterity used regularly with some repetitive finger motions
• Ability to work in front of a computer screen for long periods of time
• Specific vision abilities include close and distance vision; able to identify colors, small letters, and numbers; hand/eye coordination, depth perception and able to adjust focus
• Hearing and speaking
• Other conditions may include frequent reaching, stretching, pushing, pulling, pinching, grasping, and gripping.

ABOUT OUR COMPANY

Comprised of multiple companies with headquarters in New Hope, Minnesota, Liberty Diversified International (LDI) is a privately held company employing more than 1,900 individuals across our manufacturing facilities, production facilities and core business operations in Minnesota, Iowa, Nebraska, Illinois, Mississippi, Texas, Arizona, Virginia, California, and Mexico. With deep roots in the corrugated box manufacturing industry, we operate in the core markets of paper, packaging, workplace products, corrugated plastics and building products.

Since 1918, our values – Caring, Innovation, Trust and Excellence – have guided our day-to-day activities. We believe that when our employees are aligned with these values, we create superior service and s olutions for our customers. The LDI family of companies includes Liberty Packaging, Liberty Paper, Liberty Plastics ( Custom Solutions and Quarrix Building Products ) and Safco.

Liberty Diversified International is an equal opportunity employer and makes all employment decisions without regard to race, color, sex, religion, age, creed, sexual orientation, national origin, marital status, disability, or any other protected class.